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Global Senior Operations Manager

Req ID#:  267448

US

Global Senior Operations Manager

Operations

About Us

Learn, Lead & Grow at Sitel Group® 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves. 

·    GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.   

·    BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.   

·    WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.   

·    GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.   

·    MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.  

 

About Sitel Group® 

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners  with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and  deliver a competitive edge across all customer touchpoints.  

 
With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation

Job Summary – Global Senior Operations Manager

Candidate will oversee the operations teams, drive accountability to ensure client and corporate satisfaction while acting as the single point of contact for the client with bottom-line responsibility for service delivery and overall customer satisfaction

The Global Senior Operations Manager shall have primary business operating performance responsibility for the account and shall have complete authority and responsibility to deliver all services and ensure that all delivery commitments and deliverables required under the agreement are provided to the client.

Requirements:

  • Has the organizational authority to manage the performance of our program at each site
  • Is accountable for all key performance metrics and overall client satisfaction
  • Possesses a deep understanding of contact center operations and key performance metrics
  • Will maintain close communication with and standardize processes across all sites while serving as the single point of contact for Dow Jones
  • Has the multitasking sensibility to proactively ensure follow-through on requests and projects
  • Will drive accountability, continuous improvement, and excellence across all sites
  • Can proactively observe performance trends before they turn into problems
  • BPO or Contact Center experience required

  • Will play an active role in the resolution of system outages, with sufficient knowledge of our technical setup to understand issues and identify the needed Sitel resources, with the authority to assemble these resources quickly
  • Strong leadership skills with the ability to manage large groups of people
  • Strong interpersonal skills and experience demonstrating successful customer relationship management ability
  • Comfortable interacting with senior leadership
  • Managing and closing escalations
  • Working in conjunction with other departments to ensure that operations are supported

 

Experience:

  • Minimum of 5 years of BPO management experience
  • Media, newspaper or print experience preferred
  • Proven track record of operational excellence

Travel Required:

  • International and domestic travel may be required up to 25% of the time

Global Senior Operations Manager


Job Segment: Operations Manager, Manager, Relationship Manager, BPO, Operations, Management, Customer Service

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